Electricity consumers were in 2016 refunded N25, 892, 597.39 (Twenty Million, Eight Hundred and Ninety Two Thousand, Five Hundred and Ninety Seven Naira Thirty Nine Kobo) in form of credit adjustments following the Nigerian Electricity Regulation Commission interventions in their complaints.
The refunds were made by the electricity distribution companies at the instance of the Commission to electricity consumers who had complained over issues bordering on quality of service, over billing and other related metering issues.
A breakdown of refund made to electricity consumers in that year indicate that Port Harcourt Electricity Distribution Company made the most refund of N12, 879, 584.66, whereas Ibadan Electricity Distribution Company made the least refund of N15, 119. 50.
Credit adjustment is made to electricity consumers’ bill when a service provider, after investigation, may have been discovered to make the consumers pay for services not rendered and suffered economic loss which has been proofed beyond reasonable doubt.
Such adjustment could be approved through the Forum Office, who must have given parties fair hearing through a complaint hearing. It may also be awarded as a form of fine at a case hearing by the Commission in protest by electricity consumer.
Meanwhile, Abuja Electricity Distribution Company refunded N6, 692, 012. 18; Enugu Electricity Distribution Company refunded N876, 134. 12; Ikeja Electricity Distribution company refunded N2, 230, 948. 19 and Yola Electricity Distribution Company refunded N3, 198, 798. 74 to their respective customers.
Complaint redress mechanism in the Nigeria Electricity Supply Industry (NESI) recommends the customer care unit of electricity services providers as the first point of call for aggrieved electricity customer. Complaint not satisfactorily treated could be taken to the Forum Office which is composed of members of the society.
Electricity customers as well as the service providers could petition the Commission if they are not satisfied with Forum Office ruling or handling of their complaint. Aggrieved parties may also wish to seek judicial means if these redress mechanism could not resolve their case.